SAP Knowledge Base Article - Public

2317887 - Territory Not Available For Service Level Agreement Determination


Territory is not available criteria for SLA Determination.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Administrator work centre.
  2. Go to the Service and Social view.
  3. Under SLA Setup section, select Determine Service Level link.

Result: There is no option to determine the Service Level Agreement based on Territory.


In the context of Service a Territory is a grouping element to which Agents (Processors) or Technicians (Service Technicians) can be assigned. These Territories can be used for ticket routing purposes.
In Sales a Territory is used to group Customers.


A work-around for segregating the tickets by Territory could be to create different Ticket Types for separate Territories with the same Routing Rules for which you then create the necessary Service Level Agreements.

Alternatively, as this feature is not supported in the current release of SAP Cloud for Customer:

1.  If you are a partner: please use or the Partnerfinder.
2.  If you are a customer:

    1. Contact your Account Executive.
    2. Check the link

You may also check the SAP Cloud for Customer Ideas Forum to submit an idea:

See Also

Solution Guide for SAP Service Cloud - Set Up Service Level Agreements for Tickets


service level agreement, sla, service level, ticket, service request, conditions, determination, territory, column , KBA , LOD-LE-CSM-SVL , Service Level Objective , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions